Head of Customer Growth and Loyalty

Description

Our people make the difference. Here at PHX Ireland, we strive to be a place for everyone where each and every one of us can be our true, authentic selves, every single day. For us, individuality sparks new ideas, shapes new approaches and brings us powerful new perspectives. It’s the heartbeat of our innovation, creativity, and success. Which is why, at PHX Ireland, we don’t just embrace our differences – we celebrate them. Across United Drug, McCabes Pharmacy, and TCP Homecare, in every location and every role, the way we work makes us who we are – and that’s something we are really proud of. Which is why we’ve summed up our ethos in our six PHX Ireland values; Customer focused, Quality driven, collaborative, ambitious, innovative, and inclusive. When you help us raise our profile, you help us reach more patients. Why You’ll Love Working With Us: 💼 We’ve got your back: employee assistance programme and wellbeing initiatives 👶 Family comes first: life Stage Policies including maternity and paternity pay 🛍️ Perks you’ll actually use: product discounts 💸 Pension Support: we contribute to your future 🌈 Belonging at Work: Inclusive, welcoming team culture where you’re valued for you. As Head of Loyalty, CRM & Customer acquisition, you will be responsible for driving the digital and omni channel strategic agenda to drive the customer lifetime value (LTV) in store and online, and multi-channel marketing roadmap. You will bridge marketing, ecommerce and CRM/loyalty to turn first-time buyers into repeat, high-value brand advocates. You will be responsible for driving the recently launched McCabes Pharmacy App & loyalty programme to grow cross-channel revenue for physical stores, digital app & e-commerce platforms, connecting customer lifecycle metrics to bottom-line revenue growth. As the strategic and operational lead for CRM and Loyalty, you will build a best-in-class marketing automation and in-app communication strategy that fully aligns with the instore & online experience. This senior role works in close partnership with Loyalty Promotions Manager and the corporate Digital Hub, which provides the underlying digital platform, product, and engineering capabilities. What you'll be doing: · Omni Channel Digital & Marketing Strategy: Develop and oversee the overarching digital & loyalty communications and marketing automation strategy to scale online & physical store revenue, and profitability. Increase the number of customers identifying themselves in all transactions (instore and online) and drive measurable improvements in shopping frequency, average transaction value, My Health management and long-term retention. · Collaborate with internal teams and external partners to ensure seamless and integrated omni channel campaign delivery in line with commercial goals. · Define the annual plan and the monthly goals, understanding customer needs, all touchpoints, and delivering personalized and seamless experiences throughout the customer journey to support delivery of the commercial revenue and EBITA goals. · Establish and activate segmented campaigns (ad-hoc and mass) in coordination with all relevant internal departments. · Leverage transactional and behavioral data to segment audiences and build actionable marketing strategies across Physical and online stores. · Oversee the integration of shopping functionalities within the app & website and align on cross-channel campaign planning. · Lead the Loyalty App Program Evolution: Design and optimize customer loyalty roadmaps that drive repeat purchase frequency, cross-channel shopping, and customer lifetime value and be the lead for driving innovative features, attracting new reward partnerships and working with the Digital Hub team and PHOENIX group. · Manage the Loyalty financial: budget to utilize third party supplier funding to reward customer loyalty. · Retail Media & Supplier Partnerships: Monetize first-party loyalty data by launching and scaling a profitable retail media network. · Secure new third party reward partners to build the loyalty reward ecosystem. · Lead data integration and continuous-improvement initiatives in collaboration with the corporate Digital Hub and analytics partners. · Team Mentorship & Budget Management: Build, lead, and develop high-performing Marketing, CRM & loyalty teams while managing budgets, voucher spend, and ROI frameworks Work closely with the Loyalty Promotions Manager to build and evolve the end-to-end What you'll need to succeeed: · 5+ years of experience in a CRM, loyalty, or retention marketing role, ideally in retail, pharmacy, FMCG, or a similarly data-rich consumer environment. · 7+ years in commercial retail environment · Proven hands-on experience managing email, SMS, and push notification campaigns end-to-end. · Strong proficiency with at least one marketing automation or CRM platform · Ability to translate complex customer data into clear, actionable marketing strategies. · Highly data-driven: comfortable working with customer data, building segments, interpreting analytics, and presenting insights to stakeholders. · Solid understanding of customer lifecycle management and loyalty program mechanics. · Strong commercial mindset: you think in terms of revenue impact, retention rates, and ROI. · Excellent stakeholder management skills across local and international environments, including · close day-to-day collaboration with the corporate Digital Hub. · Proficiency in Microsoft Office suite. · Strong analytical and problem-solving skills. · Excellent communication and interpersonal skills. · Ability to manage multiple projects simultaneously · Ability to travel to retail locations. About McCabes Pharmacy McCabes Pharmacy is one of Ireland's most loved Pharmacy providers, pioneering truly innovative services over the past 40 years. We are founded on compassionate care, advice you can trust, speedy service, and excellent value for money. The patient and customer are genuinely at the heart of what we do. The teams that serve our customers are central to our organization. Our commitment to our staff is to enable them to develop their careers and to have as many opportunities as possible to be the best they can be. We support our team with continuing education, excellent working conditions, flexibility, good incentives and benefits, and a fun-loving working environment. If you think you could flourish alongside us, please apply. About PHX Ireland (& PHOENIX Group) PHX Ireland Group is Ireland’s leading fully integrated healthcare provider. We deliver health. PHX Ireland Group employs over 1,800 talented and experienced people, all passionate about supporting their customers and patients and striving to enhance the quality of life for millions daily. We operate 5 distribution centers and pharmacies nationwide, deliver over 85 million packs to Irish pharmacies and hospitals, and serve over 500,000 patients annually. PHX Ireland can enable a sustainable healthcare system and support Irish healthcare needs by working collaboratively to provide these solutions. PHX Ireland is part of the PHOENIX group. Having access to Europe’s leading healthcare providers helps us grow and evolve. We can continuously improve our offering and drive Irish Healthcare forward by adopting best practices and sharing insights, processes, and expertise.